This senior leadership role combines strategic transformation, operational excellence, and human-centred innovation to deliver exceptional experiences for millions of customers globally
Job Summary
This senior leadership role combines strategic transformation, operational excellence, and human-centred innovation to deliver exceptional experiences for millions of customers globally.
The successful candidate will lead a multi-regional function with responsibility for a team of approximately 100 people while driving large-scale change across digital, human, and automated channels.
You will define the strategic vision for customer service while ensuring full compliance with FCA regulatory requirements and embedding Consumer Duty principles across all client interactions.
Matching Summary
This senior leadership role combines strategic transformation, operational excellence, and human-centred innovation to deliver exceptional experiences for millions of customers globally.
Skills & Requirements
Must-have
10+ years customer service leadership
5+ years senior leadership roles
AI and automation integration expertise
Omnichannel service ecosystem design
FCA regulatory compliance knowledge
Multi-regional team management
Data-driven strategic decision making
Nice-to-have
MBA or Six Sigma certification
Prosci change management certification
CX Leadership certification
Culture of innovation and inclusion
Cross-functional collaboration skills
Future-focused mindset
Resilience in high-growth environments
Key Requirements
Bachelor's degree required
Master's, MBA, or relevant certifications preferred